Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual

Hindarwati, Enny Noegraheni; Jayasari, Anintia

doi:10.21512/bbr.v5i2.1186

Cited by 4 publications

(1 citation statement)

References 5 publications

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“…Five-point Likert response format (ranging from strongly agree=5 to strongly disagree=1) was used instead of the seven-point scale format based on the results of discussion with experts and the hospital management (Table 1). 5,7,8 The dimensions included in the questionnaire listed in Table 2.…”

Section: Methodsmentioning

confidence: 99%

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

Irasanti

Akbar

Suryani

2020

GMHC

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One of the most relevant elements for improving the quality of an organization is the recognition of customer satisfaction and perceived quality of services. During their clerkship, medical students are required to work with different medical specializations in rotation and treat patients under the supervision of the attending physicians. The purpose of the study is to explore the medical students' quality of service using the importance-performance analysis (IPA) diagram that focused on the conformance level (CLi) between the actual service performance score and patient expectation score. This was a cross-sectional study involving 160 patients and patient caregivers at the Department of Pediatric of West Java Provincial Al-Ihsan Regional General Hospital Bandung, who was a purposive sampling method to participate in the study during January 2018. Results showed that the total CLi was less than 100%. The CLi scores for responsiveness, empathy, assurance, and reliability components were 84.57%, 84%, 83.56%, and 83.45%, respectively. It can be concluded that the services provided were good, but have not yet been able to meet the expectation of the patients. Overall, the IPA is useful to identify areas for strategic focus in improving the quality of services provided by medical students to help the hospital managers and faculty of medicine develop education management strategies. PENERAPAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA) UNTUK MENINGKATKAN KUALITAS PELAYANAN MAHASISWA SELAMA KEPANITERAAN DI RUMAH SAKIT PENDIDIKANSalah satu elemen yang paling relevan untuk meningkatkan kualitas organisasi adalah mengetahui kepuasan dan kualitas layanan yang dirasakan oleh konsumen. Selama kepaniteraan, mahasiswa kedokteran diwajibkan untuk berotasi melalui berbagai spesialisasi medis dan merawat pasien di bawah pengawasan dokter. Tujuan penelitian ini mengetahui kualitas pelayanan mahasiwa kedokteran dengan menggunakan diagram importance-performance analysis (IPA) yang berfokus pada tingkat kesesuaian (Tki) antara skor kinerja layanan aktual dan skor harapan pasien. Penelitian ini merupakan penelitian cross-sectional yang melibatkan 160 pasien dan penunggu pasien di Departemen Ilmu Kesehatan Anak di RSUD Al-Ihsan Provinsi Jawa Barat Bandung dengan metode purposive sampling selama bulan Januari 2018. Hasil penelitian menunjukkan bahwa total Tki kurang dari 100%. Skor Tki untuk komponen respons, empati, assurance, dan reliabilitas masing-masing adalah 84,57%, 84%, 83,56%, dan 83,45%. Dapat disimpulkan bahwa faktor layanan yang diberikan baik, tetapi belum memenuhi harapan pasien. Meskipun demikian, IPA berguna untuk mengidentifikasi area untuk fokus strategis dalam meningkatkan kualitas layanan yang diberikan mahasiswa kedokteran untuk membantu manajer rumah sakit dan fakultas kedokteran mengembangkan strategi manajemen pendidikan.

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Section: Methodsmentioning

confidence: 99%

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

Irasanti

Akbar

Suryani

2020

GMHC

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The level of fisherman compliance with the legality of vessel documents in Idi Fishing Port, East Aceh, Indonesia

Chaliluddin

Mustami

Rizwan

2019

IOP Conf. Ser.: Earth Environ. Sci.

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Research on the level of fishermen's compliance with the legality of vessel documents at the Idi Fishing Port, East Aceh was carried out in January 2019. The purpose of this study was to determine the level of fishermen's compliance with vessel document legality and fisherman satisfaction with Idi fishing port services in managing vessel legality. The method used in this study is survey and interview methods with qualitative and quantitative descriptive analysis. The sampling technique is Simple Random Sampling (SRS) with the respondents being fishermen. Data analysis using chi-square. Based on the 5 tested variables (physical evidence, reliability, responsiveness, security and care) that had a significant effect on fisherman satisfaction were reliability variables (p-0.042 < 0.05) and security guarantees (p-0.000 <0.05). The results showed the level of compliance of fishermen as much as 90.2% of fishermen were obedient and satisfied with the services of the Idi Fishing Port, East Aceh.

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Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

Hidayat

Setiawardani

2018

JRBI

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The high level of society mobility needs to be supported by adequate infrastructures. Sufficient and adequate toll road infrastructure is able to increase the acceleration of a country's economic and social development through the creation of effectiveness and resulting efficiency. Optimal service delivery can gain customer satisfaction. One approach to measure service quality that many used as a reference is SERVQUAL (Service Quality). There are five dimension on servqual model, that is reliability, assurance, tangible, emphaty and responsiveness. The purpose of this study is to determine the level of customer satisfaction in order to improve the quality of service and to know the service attributes that are prioritized to be maintained and improved by PT Jasa Marga (Persero) Branch Purbaleunyi. Data processing methods in this study using the validity, reliability, classical assumption test, and descriptive statistical analysis. While the data analysis methods used are simple linear regression analysis, correlation, coefficient of determination and quadrant analysis. The results of this study indicate that service quality variables have positive and significant impact on customer satisfaction at Purbaleunyi toll road.

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Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual

Cited by 4 publications

References 5 publications

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

The level of fisherman compliance with the legality of vessel documents in Idi Fishing Port, East Aceh, Indonesia

Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

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